Refund Policy
Fair and transparent refund policies to protect your purchases
Refund Eligibility
Eligible for Refund
- Item not as described in listing
- Item arrives damaged or defective
- Wrong item delivered
- Item doesn't match photos provided
- Seller fails to ship within agreed timeframe
- Counterfeit or inauthentic items
- Digital items that don't work as described
- Items recalled by manufacturer
Not Eligible for Refund
- Buyer's remorse or changed mind
- Damage caused by buyer after receipt
- Items returned after refund period
- Custom or personalized items
- Perishable goods (unless defective)
- Digital downloads that have been accessed
- Items marked "Final Sale" in listing
- Return shipping costs (unless seller error)
How to Request a Refund
1. Contact the Seller
First, reach out to the seller through our messaging system to explain the issue and attempt to resolve it directly.
2. Document the Issue
Take clear photos or videos showing the problem with the item. Keep all communication records.
3. File a Refund Request
If the seller doesn't resolve the issue, file a formal refund request through your order history within the eligible timeframe.
4. Wait for Seller Response
The seller has 48 hours to respond to your refund request with their position or proposed solution.
5. Virtuosa Mediation
If no agreement is reached, our support team will mediate and make a final decision based on evidence provided.
6. Refund Processing
Once approved, refunds are processed within 3-5 business days to your original payment method.
Category-Specific Policies
Electronics
- • Must be in original packaging
- • All accessories included
- • No physical or liquid damage
- • Software not installed/activated
Textbooks
- • Minimal highlighting/notes allowed
- • Cover and binding intact
- • No missing pages
- • Access codes unused (if included)
Clothing
- • Tags still attached (if new)
- • Unworn and unwashed
- • No stains or damage
- • Original packaging preferred
Furniture
- • Structural damage only
- • Must match listing description
- • Buyer responsible for return shipping
- • Assembly issues not covered
Services
- • Service not delivered as promised
- • Poor quality work
- • Must provide evidence
- • Partial refunds possible
Digital Items
- • Non-functional or corrupted files
- • Not as described
- • License/key doesn't work
- • No refunds after access
Important Information
Return Shipping
- • Buyer pays return shipping unless seller error
- • Use tracked shipping for all returns
- • Keep shipping receipts as proof
- • Insure high-value items during return
Refund Timeline
- • Seller response: 48 hours
- • Virtuosa review: 3-5 business days
- • Refund processing: 3-5 business days
- • Total time: Up to 14 days from approval
Evidence Requirements
- • Clear photos of item condition
- • Photos of any damage or defects
- • Screenshots of conversations
- • Original listing photos for comparison
Dispute Resolution
- • All decisions are final and binding
- • Evidence must be clear and convincing
- • Partial refunds may be offered
- • Repeated disputes may affect account status
Need Help with a Refund?
Our support team is here to help you through the refund process